Tag Archives: ITIL

Who will beat ITIL?

When I was asked to write a column on ITIL’s life story in honor of Happy ITIL® Day 🙂 2016, I didn’t have to think long. ITIL is simply too important to let this pass. And as millions have read the books I wrote on ITIL, it was also something…

TRIM, the steppingstone to ITIL®

The steppingstone to ITIL® You need pieces from all lifecycles of ITIL® to make Service Management stick in your organization. Unfortunately, many organizations get stuck after adopting only a few processes, and ITIL® sadly becomes associated with only the operations part of the organization. In TRIM: The Rational IT Model,…

TRIM:The Rational IT Model – How to use IT Service Management

Almost every IT-organization uses ITILÒ as a source of best practice for IT service management. But few suceed in reaching an integral solution. It is obvious that a Service Desk and some operational processes are set up as a the first step, but the smooth machinery in IT operations and…

Why do I so seldom hear ‘design’ and ‘metric’ in the same sentence?

Metrics are a vital part of management. They are not the whole of management – one mistake people make is letting the ‘tail wag the dog’ when metrics drive what they do, rather than using metrics as a tool for making good decisions. Because they are powerful, metrics, if used…

Measuring and metrics – in 3 minutes

Measuring  & metrics – all or nothing You can’t manage with metrics – there is much more to management than just numbers. You can’t manage without metrics – if you don’t measure what you are doing, you can’t measure whether you are improving or doing worse. The problem is that…

A quick, portable reference tool to ITIL !

ITIL 2011 Edition,ITIL 2011 Editie, ITIL Edição 2011 If you want to know more about the ‘lifecycle’ approach of ITIL? Or an answer to: “What are the key service management processes and functions of the new ITIL version (2011 Edition)”? What do you prefer: the complete ITIL 2000+ pages manuals…